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Customer Support Agent with English and Chinese

72% Flex
Remote: 
Full Remote
Experience: 
Junior (1-2 years)
Work from: 
Romania

Offer summary

Qualifications:

Fluent in English and Chinese, 1 year customer service experience, Experience with contact center processes.

Key responsabilities:

  • Provide player support for a Live game
  • Stay updated on game changes
  • Ensure quality targets are met
Amber logo
Amber Large https://amberstudio.com/
1001 - 5000 Employees
About Amber
Amber is a full-service game development and creative services agency, with offices in Bucharest, Botosani, Craiova, Kyiv, Warsaw, San Francisco, Los Angeles, Guadalajara and Montreal. We're structured as a network of studios with different skills and specializations, delivering top quality services in full game production, co-development, engineering, design, live ops, quality assurance and more.
See more Amber offers

Job description

Logo Jobgether

Your missions

About us  
At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.  
 
About the role  
As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have. 
Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us. 
First and foremost, one of our core values is Culture, and this is reflected in our daily activities. 
We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us.  We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness. 
 The Quest:
  • Provide support and answer inquiries for Live Players. 
  • Gather relevant data from the players, understand the root cause, and offer personalized solutions. 
  • Constantly keeping yourself updated in terms of game/features/design/procedural changes. 
  • Be in tune with the project’s productivity and quality targets. 
  • Carefully check the backlog and report negative trends as soon as possible. 
  • Maintain healthy KPI results on a daily/weekly/monthly basis. 
The Skills:  
  • High level of fluency in written and spoken Chinese. 
  • High level of fluency in written and spoken English. 
  • Excellent written and verbal communication skills. 
  • At least 1 year of working experience in customer service, player support, or contact center. 
  • Hands-on experience with contact center processes, tools, and multilingual support. 
  • Innovative and passionate about delivering the best user experiences possible. 
  • Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases. 
  • Must be experienced and comfortable with working in a fast-paced environment and dealing with constant change. 
  • Video games knowledge. 
  • Technical support experience in a customer-focused role is preferred, but not essential.  
Tools: 
  • Helpshift 
  • Zendesk 
  • Slack / Zoom 
  • MS Office Suite 
Nice to have: 
  • iOS/Android/Switch/PlayStation/PC experience. 
  • Ability to work in a multicultural environment.
  • Game support knowledge
The Reward  
  • A fun and dynamic industry where you can make a difference. 
  • Additional Days Off - according to Amber’s internal policy.  
  • Professional and friendly work environment. 
  • An attractive salary package. 
  • Awesome and talented colleagues. 
  • Support from all your teammates. 
  • Access to training and learning programs. 

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Contact Center OperationsLanguage FluencyGaming Industry KnowledgeWritingZendeskMS Office

Soft Skills

  • Customer Service
  • Problem Solving
  • Verbal Communication in Japanese
  • Empathy
  • Proactive
  • Resourcefulness
Are you interested?

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